Sushant Banerjee
@sushantbanerjee
I build and scale client support operations that improve SLA performance, customer experience, and service quality.
IndiaWhat I'm looking for
At Greenway Health, I lead a 95+ member client support organization delivering technical support to US healthcare customers. I own support operations strategy, SLA governance, KPI dashboards, escalation management, and collaboration with Product and Engineering teams.
I've built and scaled India support operations during a US transition, establishing reporting, training, and onboarding models that improved team readiness and service stability.
Previously, I led global Order-to-Cash operations at AB InBev and healthcare operations at Accenture. My work includes automation delivering efficiency equivalent to 9 FTEs, UK-to-India migration, and quality improvements that reduced errors from 35% to under 5%.
Experience
Work history, roles, and key accomplishments
Director – Client Support Operations
Greenway Health
Jan 2024 - Present (2 years 7 months)
Lead a 95+ member client support organization delivering technical support to US healthcare customers. Own support operations strategy, SLA governance, KPI dashboards, escalation management, and cross-functional collaboration with Product and Engineering teams.
Senior Manager – Client Support
Greenway Health
Jun 2021 - Jan 2024 (2 years 7 months)
Built and scaled India support operations during transition from the US. Established reporting frameworks, training programs, and onboarding models to accelerate team readiness and service stability.
Led global Order-to-Cash operations including order management, collections, and dispute resolution. Delivered automation initiatives such as Email-to-Ticket (Salesforce) and Cash Application (HighRadius), achieving efficiency gains equivalent to 9 FTEs.
Business Advisory Specialist – Operations
Jun 2005 - Feb 2018 (12 years 8 months)
Managed a 90+ FTE healthcare operations organization. Led UK-to-India business migration, implemented quality programs reducing errors from 35% to under 5%, and ensured HIPAA-compliant service delivery.
Education
Degrees, certifications, and relevant coursework
Kuvempu University
Bachelor of Engineering, Mechanical Engineering
Bachelor of Engineering in Mechanical from Kuvempu University.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Sushant?
You can contact Sushant and 90k+ other talented remote workers on Himalayas.
Message SushantGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
